{"id":255653,"date":"2026-03-13T01:51:46","date_gmt":"2026-03-13T01:51:46","guid":{"rendered":"https:\/\/empoweringaccountants.com.au\/?page_id=255653"},"modified":"2026-08-27T03:59:04","modified_gmt":"2026-08-27T05:59:04","slug":"client-relationships","status":"publish","type":"page","link":"https:\/\/empoweringaccountants.com.au\/?page_id=255653","title":{"rendered":"Client Relationships"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.27.6″ _module_preset=”default” background_color=”#F5F6F6″ use_background_color_gradient=”on” background_color_gradient_direction=”240deg” background_color_gradient_stops=”rgba(255,255,255,0) 0%|#f5f6f6 36%|#faae1c 36%” custom_padding=”0px||0px|||” global_colors_info=”{}”][et_pb_row column_structure=”3_4,1_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”3_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Client Relationships” _builder_version=”4.27.6″ _module_preset=”default” header_level=”h1″ header_font=”–et_global_heading_font|700|||||||” header_text_align=”left” header_text_color=”#F5F6F6″ header_font_size=”52px” header_line_height=”3.1em” positioning=”relative” vertical_offset=”25px” custom_padding=”|||0px|false|false” global_colors_info=”{}”][\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_4″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/03\/EA-Logo.png” title_text=”EA Logo” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Why accountants do what they do” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/2-Men-climbing-rock.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

When I ask accountants their WHY, most reply that they want to help their clients.\u00a0In every workshop, conversation, planning day, the top response is \u201cI want to help my clients.\u201d<\/span>
<\/span>
<\/span>In the 25 years that I have been working with accounting firms, I have seen their commitment to helping their clients.\u00a0Yes, they are constantly under pressure and don\u2019t have time to service their clients as well as they would like.\u00a0Yes, turnaround times blow out and occasionally things fall through the cracks.\u00a0But the accountant\u2019s commitment to helping their clients meet their compliance obligations and keeping\/getting them out of trouble is second to none.<\/span>
<\/span>
<\/span>Accountants nag, cajole, run interference, negotiate and fight for their clients every single day.\u00a0The cost to accountants is stress, overwork, overwhelm and guilt for not having enough time to look after all their clients properly.\u00a0They also sacrifice time with their families, their physical and mental health.<\/span>
<\/span>
<\/span>Unfortunately, not all clients value what their accountant does for them and the sacrifices they make.\u00a0They are slow to pay, don\u2019t send in the information needed in a timely manner, ignore advice and complain about the bill.\u00a0These clients are in the minority. However, they take resources away from our good clients and they cause unnecessary stress for the entire team.<\/span>
<\/span>
<\/span>And yet we keep them.\u00a0Why?\u00a0Perhaps we feel sorry for them, they might be a good referrer, they are connected to a number of good clients, they have been a client for many years, the fee is large and the list goes on\u2026<\/span>
<\/span>
<\/span>I would like to challenge you to think about one difficult client over the weekend.\u00a0The first client who comes to mind is the one.\u00a0List what makes them difficult.\u00a0Then list the reasons that you continue to work with them.\u00a0That\u2019s all.\u00a0I\u2019m not asking you to get rid of them (yet).\u00a0Just document the reasons you would love to get rid of them and the reasons you continue working with them.<\/span>
<\/span>
<\/span>DM me next week and we can talk it through. I\u2019m happy to be your sounding board.<\/span>
<\/span>
<\/span>Magnific photo<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Find the courage to walk away” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Man-walking-into-sunset.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

Many times in my personal and professional life, I have struggled to make the move and walk away from situations I knew weren\u2019t good for me.\u00a0I just couldn\u2019t make the move. It was too hard, so I stayed in the bad personal relationship, with the difficult client, in a situation that was not good for me.<\/span>
<\/span> <\/span>
<\/span>Each and every time that I stuck it out, circumstances brought the situation to a head in a way that I couldn\u2019t ignore.\u00a0A client who became abusive, another who left because I wouldn\u2019t do something that was not legal or ethical.<\/span> <\/span>
<\/span>
<\/span>The partner of one of the firms I worked with was devastated when a client, who he considered to be a friend, left because the accountant refused to write a letter confirming an overstated revenue figure for the bank.\u00a0He knew that he made the right decision but he was blown away by the entitled attitude of the client, in thinking that the accountant was in the wrong!<\/span>
<\/span>
<\/span>Today, I am challenging you to think carefully and release the client(s) that you know deep down you should.\u00a0Do it before circumstances take the matter out of your hands.<\/span>
<\/span>
<\/span>Stay tuned next week for some practical tips on how to have \u201cthe talk\u201d with your client.<\/span>
<\/span>
<\/span>Magnific photo.<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”7 Steps to deal with rude clients” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/08\/angry-young-handsome-man-wearing-glasses-looking-pointing-front-isolated-olive-green-wall-scaled.jpg” _builder_version=”4.27.6″ _module_preset=”default” title_text=”angry young handsome caucasian man wearing glasses looking and pointing at camera isolated on olive green background with copy space” hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n

How does your firm deal with rude clients?<\/span>
<\/span>
<\/span>Do you tolerate their behaviour because the fee is large, or they have been with the firm for decades?\u00a0Do you find yourself saying \u201cIt\u2019s just the way they are, ignore them.\u201d<\/span>
<\/span>
<\/span>No one in our team should be abused by any client!\u00a0NEVER!<\/span>
<\/span>
<\/span>So how do we handle rude and abusive clients?<\/span>
<\/span>
<\/span>Step 1 \u2013 Design a process for reporting abusive behaviour<\/span>
<\/span>The process needs to be documented so that each member of your team knows who they talk to and the steps that will be followed to address the issue.\u00a0\u00a0 Who is this behaviour reported to?\u00a0What are the steps to deal with the behaviour?<\/span> <\/span>
<\/span>
<\/span>Step 2 \u2013 Document the behaviour in the client file<\/span>
<\/span>The specifics need to be documented in the client file for a number of reasons:<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0To keep track of the number of instances and what exactly was said.<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0A more factual conversation can be had with the client where dates, times and specific behaviours can be discussed with the client<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0An audit trail is created if necessary to address any issues that may arise with your professional body, PI insurance and the ATO<\/span>
<\/span>
<\/span>Step 3 \u2013 Discuss at an executive level<\/span>
<\/span>Make a decision about what will be done.\u00a0What are the options:<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Let it slide.<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Contact the client to discuss.<\/span> <\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Communicate the consequences to the client of future abusive behaviour.<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Decide to let the client go based on historical behaviour.<\/span>
<\/span>
<\/span>Step 4 \u2013 Discuss the above decision with the client<\/span>
<\/span>This needs to be a conversation either face-to-face or on the phone.\u00a0Give the client specifics about the complaint and then listen to their explanation.\u00a0Listen carefully and calmly.\u00a0Take notes on their response.\u00a0Then once they have finished speaking, tell them what was decided at the partners\u2019 meeting and why.\u00a0Be firm, calm and detached.<\/span>
<\/span>
<\/span>Step 5 \u2013 Confirm your discussion in writing<\/span>
<\/span>Document your discussion in an email to the client with the actions that the firm will take in moving forward. If you are terminating the relationship, write a formal letter and notify any other relevant bodies.\u00a0Include all documentation on their file.<\/span>
<\/span>
<\/span>Step 6 \u2013 Inform the team member<\/span>
<\/span>Have a private conversation with the team member who made the complaint.\u00a0Give them the basic information of what happened and the reasons for your decision.\u00a0Reassure them that you support them and give them the opportunity to be removed from working with the client if necessary.<\/span>
<\/span>
<\/span>Step 7 \u2013 Inform your team<\/span>
<\/span>Everyone in your team will know some of the details of what happened, so it\u2019s best for the information to come from you.\u00a0Outline briefly what occurred and the decision that was made at executive level.<\/span>
<\/span>
<\/span>Reinforce that abusive behaviour by a client is not acceptable.\u00a0Remind them of the process in place to report such behaviour.\u00a0Most importantly, remind them how to conduct themselves professionally AND that it is the partners\u2019 decision to terminate the client.<\/span> <\/span>
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<\/span>Magnific photo<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Are you doing all the heavy lifting?” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/08\/2148590692.jpg” _builder_version=”4.27.6″ _module_preset=”default” title_text=”2148590692″ hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n

Many accountant\/client relationships are 90\/10 at worst but rarely 50\/50.<\/span>
<\/span>
<\/span>Accountants have a set of rules for their team regarding servicing their clients.\u00a0Rarely do firms have a set of rules for their clients apart from their obligations regarding record keeping and full disclosure.\u00a0Engagement letters do spell out the client\u2019s obligations regarding fees but often the client ignores these.<\/span>
<\/span>
<\/span>We need to remember that ALL RELATIONSHIPS ARE TWO WAY.<\/span> <\/span>
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<\/span>What does your firm expect from your clients?<\/span>
<\/span>
<\/span>What do your clients expect from your firm?<\/span>
<\/span>
<\/span>Are you the one always:<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0nagging clients to send in work<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0reminding them about deadlines<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0following up queries and missing information<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0smoothing things over with the ATO because the client hasn\u2019t met their commitments<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0chasing payments<\/span>
<\/span>
<\/span>Most clients are very co-operative but some are not.\u00a0We are there to ASSIST our clients in meeting their obligations to the ATO. Our role is not to take those RESPONSIBILTIES onto our shoulders.<\/span> <\/span>
<\/span>
<\/span>If you have these types of clients, it\u2019s time to set up some very specific rules and boundaries.<\/span>
<\/span>
<\/span>Brainstorm these with your team.\u00a0Document them and then discuss them with the client.<\/span>
<\/span>
<\/span>Magnific Photo<\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Listen to your intuition” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/08\/1773098616181.jpg” _builder_version=”4.27.6″ _module_preset=”default” title_text=”1773098616181″ hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n

Every time that I have allowed logic to override my intuition, it\u2019s ended in disaster.\u00a0Your instinct is not woo woo.\u00a0Your subconscious picks up on patterns that you have seen in the past before your logical brain catches up.\u00a0Take notice!<\/span>
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<\/span>I met with one prospective client years ago who was a rude know it all. He was aggressive and arrogant.\u00a0At the time, I needed the fee, so I took him on as a client.\u00a0I justified my decision by thinking that maybe it was his way and that once we started working together, he would see value and that we could work together.\u00a0Unfortunately, I was right about him.\u00a0He wouldn\u2019t take advice, he was very difficult to deal with, and he didn\u2019t pay any of my invoices.\u00a0Ultimately, I had to take him to the tribunal, and he was ordered to pay my fee in full and all costs.\u00a0The stress and time that I lost to prepare and attend the tribunal were a huge cost to me.\u00a0I should have listened to my instinct at my first meeting with him!<\/span>
<\/span>
<\/span>When I met another similar client many years later, I listened to my instinct.\u00a0John had recently purchased the firm of one of my clients who I had worked with for 14 years. He was similarly aggressive and arrogant and this time I paused and listened to my intuition.\u00a0At the end of the meeting, John looked at me and said, \u201cso Dorothy, what can you do for my firm?\u201d\u00a0I looked him in the eye and replied, \u201cbased on our conversation today, John, I don\u2019t think that I can help you!\u201d\u00a0Months later, I found out that the firm had imploded.\u00a0Staff and clients had left in droves, and the firm was in trouble.<\/span>
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<\/span>Not all clients deserve you and your firm.\u00a0Listen to your intuition and reject them at the first meeting.\u00a0The cost to your team and your firm is not worth the fee.<\/span>
<\/span>
<\/span>Let me know what you think.<\/span>
<\/span>
<\/span>Image courtesy of Freepik.<\/span><\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb title=”Your difficult client – Who do you choose?” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Man-face-palming-next-to-woman.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

So which client was the first to come to mind?\u00a0It was a no brainer, right?<\/span>
<\/span>Why?\u00a0Are they:<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Slow to pay<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Difficult to work with<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Uncooperative and unresponsive<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Disrespectful<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Chaotic<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Unprofitable<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Rude<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Unappreciative<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Always late<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Critical<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Irresponsible with their obligations and their money<\/span>
<\/span>\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0Repeat offenders<\/span>
<\/span>
<\/span>You don\u2019t need me to tell you that if you answered yes to three or more of the above, you should be parting ways with the client.\u00a0But many of you won\u2019t.\u00a0I know it\u2019s difficult to let go of clients.\u00a0Especially when the fee is large.\u00a0I\u2019ve been afraid to walk away from difficult clients because I needed the fee.<\/span> <\/span>
<\/span>
<\/span>One client represented 35% of my revenue.\u00a0I persevered as long as I could but the director was \u201csailing closer to the wind\u201d every week.\u00a0In the end, I had to let go because I was in danger of getting caught up in a very questionable legal situation.\u00a0I was terrified of how I would replace the lost revenue.\u00a0Miraculously, I replaced the fee within two weeks.\u00a0\u00a0And this has happened every time I have decided to walk away from a client.\u00a0I found new clients within weeks of losing the old client.\u00a0Every time!<\/span>
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<\/span>Write down your reasons for keeping your difficult client.\u00a0Talk through them with a colleague in your firm.\u00a0What was your decision?\u00a0I\u2019d love to know the outcome, so get in touch.<\/span>
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<\/span>Perhaps you are good at making the hard decisions about difficult clients and I\u2019m stating the obvious.\u00a0But if you have a colleague that needs to be challenged, share this article with them.<\/span>
<\/span>
<\/span>Magnific photo<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Breaking up is hard to do” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/05\/Nerd-and-Woman-holding-broken-heart.jpg” _builder_version=”4.27.6″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

Not quite ready to let go of that difficult client?<\/span>
<\/span>
<\/span>Maybe they aren\u2019t that bad.\u00a0I really don\u2019t want to lose that fee.\u00a0He\/she will tell their friends (who are also clients) that I let them go.\u00a0They are good referrers.<\/span>
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<\/span>It\u2019s not an easy decision to make.\u00a0So, don\u2019t make a decision yet.\u00a0Gather the data first, so that you can make an informed decision.<\/span>
<\/span>
<\/span>What is the dollar value per year of this client?\u00a0What percentage of your fee base is this client?<\/span>
<\/span>How much do you write on\/off?<\/span>
<\/span>What are the WIP and debtor days on this client?\u00a0Are they slow payers?<\/span> <\/span>
<\/span>How many days does it take for the client to answer queries and send missing information?<\/span>
<\/span>How many times does the client need to be reminded to send in their work?<\/span>
<\/span>How often do they complain about the fee?<\/span> <\/span>
<\/span>How often do they complain?<\/span>
<\/span>Do they take advice and respect your team\u2019s efforts?<\/span>
<\/span>How often do they get themselves into trouble and expect you to bail them out?<\/span>
<\/span>How much revenue has this client referred in dollars?\u00a0Calculate the average yearly dollar value.\u00a0Are the referred clients profitable?\u00a0Are they easy to deal with or are they as difficult as the referring client?<\/span>
<\/span>What is the dollar total per year of the friends\/family of this client?\u00a0How much of your firm\u2019s fee base is potentially at risk in the unlikely event that they leave your firm in sympathy?<\/span> <\/span>
<\/span>
<\/span>Document the answers to all these questions and then make a list of all the reasons that you want to keep this client.\u00a0Be honest with your reasons.\u00a0Are you keeping them because you don\u2019t want to have \u201cthe talk\u201d with them? \u00a0Do they have potential in the future?\u00a0Is their current situation just temporary due to a significant life crisis?\u00a0Have they been a loyal client in the past?\u00a0Do you feel sorry for them and you just want to help?<\/span>
<\/span>
<\/span>All of these are legitimate and reasonable reasons to keep these clients.<\/span>
<\/span>However, you need to make a CONSCIOUS DECISION to keep them or let them go. \u00a0You have to give yourself and your team reasons for continuing to deal with this client.<\/span> <\/span>
<\/span>
<\/span>Magnific photo<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Script for calling rude clients” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/08\/14324.jpg” _builder_version=”4.27.6″ _module_preset=”default” title_text=”14324″ hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n

Yesterday I outlined the 7 steps to dealing with rude and abusive clients.<\/span>
<\/span>Today, I am sharing a suggested script for discussing the issue with the client.<\/span>
<\/span>
<\/span>\u201cHI John, this is Dorothy from Empowering Accountants.\u00a0How are you doing?\u201d<\/span>
<\/span>
<\/span>Allow the client to talk.\u00a0Listen carefully and take notes.<\/span>
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<\/span>\u201cThe reason for my call today is to discuss a complaint that I have received from one of (or some of) my team regarding your behaviour recently.\u00a0They told me that you shouted at them and called them names.\u00a0They were quite shaken by the encounter with you and came to me to talk through what happened.\u201d<\/span>
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<\/span>Be silent and allow the client to talk.\u00a0Listen carefully to their response and take notes.<\/span>
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<\/span>The client will respond in one of many ways:<\/span>
<\/span>
<\/span>\u201cI\u2019m sorry that I spoke to them harshly.\u00a0I was under enormous stress and I took it out on them.\u00a0That\u2019s not OK and I was in the wrong.\u00a0I would like to apologise to you and to them.\u00a0What do you suggest?\u201d<\/span> <\/span>
<\/span>
<\/span>OR<\/span>
<\/span>
<\/span>\u201cThey are stupid and I am not happy with them.\u00a0I was just telling the truth and I shouted because I was justifiably furious.\u00a0He\/she is an incompetent idiot!\u201d<\/span> <\/span>
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<\/span>You then ask the client to tell you specifically how the conversation went.\u00a0Again, take notes.<\/span>
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<\/span>\u201cThank you for this information John.\u00a0I\u2019ll look into your complaint and get back to you.\u201d<\/span>
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<\/span>If it is obvious that the client will continue this behaviour in the future and has a history of abusing your team:<\/span>
<\/span>
<\/span>\u201cJohn, we do not tolerate this kind of behaviour towards our team members.\u00a0They are doing their best to help you and they deserve to be treated with respect.\u00a0If you cannot be calm and respectful when speaking with our team, I\u2019m afraid that there is no future for our business relationship.\u201d<\/span>
<\/span>
<\/span>Then you can discuss the logistics of handover.<\/span>
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<\/span>I recommend that this conversation is had after you have invoiced the WIP on this client, collected all outstanding money and dealt with any outstanding issues. You should have all your \u201cducks in a row\u201d as much as possible before you have this conversation.<\/span>
<\/span><\/span><\/p>\n

Magnific photo<\/span><\/p>\n

[\/et_pb_blurb][et_pb_blurb title=”Client relationships are a 2-way street” image=”https:\/\/empoweringaccountants.com.au\/wp-content\/uploads\/2026\/08\/2952-1.jpg” _builder_version=”4.27.6″ _module_preset=”default” title_text=”2952 (1)” hover_enabled=”0″ sticky_enabled=”0″]<\/p>\n

Last week I asked if you are doing most of the heavy lifting in your client relationships.<\/span>
<\/span>
<\/span>Most accountants that I have worked with in the last 25 years, have gone above and beyond, to support their clients.\u00a0They have high expectations of their team and work long hours to keep their clients out of trouble.\u00a0Their priority is always the client, always.<\/span>
<\/span>
<\/span>However, many of these clients have no idea what their accountant does on their behalf behind the scenes!\u00a0Clients don\u2019t understand the amount of work involved, the numerous calls to the ATO on their behalf, the problem solving and trouble shooting.\u00a0They expect us to deal with everything (even if it is their own fault)!\u00a0We expect so little of them and they are happy with that.<\/span>
<\/span>What do our clients expect from us?\u00a0What do we expect of our firm in servicing those clients?\u00a0Are these expectations reasonable?\u00a0What do we do when the client\u2019s expectations are unreasonable?<\/span>
<\/span>
<\/span>The first step is for us to document the answers to these questions.\u00a0Brainstorm this with your team.\u00a0Yes, it will take a little time and effort, but nothing will change until we take the time to deal with this issue head on.\u00a0We need to stop reacting and start responding to our clients\u2019 demands.<\/span>
<\/span>
<\/span>How do we take control?<\/span>
<\/span>1.\u00a0\u00a0\u00a0\u00a0\u00a0Document specifically client expectations<\/span>
<\/span>2.\u00a0\u00a0\u00a0\u00a0\u00a0Identify what is reasonable and what is unreasonable<\/span>
<\/span>3.\u00a0\u00a0\u00a0\u00a0\u00a0Discuss honestly how we currently deal with these<\/span>
<\/span>4.\u00a0\u00a0\u00a0\u00a0\u00a0Brainstorm how we can deal with these differently<\/span> <\/span>
<\/span>This shouldn\u2019t take more than an hour of your teams\u2019 time.<\/span>
<\/span>
<\/span>Put on a working lunch and invite the entire team.\u00a0They will be more than happy to give up a lunch hour to contribute their ideas.<\/span>
<\/span>
<\/span>Let me know if you need feedback on how to best undertake this exercise.<\/span>
<\/span>
<\/span>I congratulate you on having the courage to taking this first step!<\/span><\/p>\n

Magnific Photo<\/span><\/p>\n

[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

When I ask accountants their WHY, most reply that they want to help their clients.\u00a0In every workshop, conversation, planning day, the top response is \u201cI want to help my clients.\u201dIn the 25 years that I have been working with accounting firms, I have seen their commitment to helping their clients.\u00a0Yes, they are constantly under pressure […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":255589,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"footnotes":""},"class_list":["post-255653","page","type-page","status-publish","hentry"],"aioseo_notices":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=255653"}],"version-history":[{"count":8,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653\/revisions"}],"predecessor-version":[{"id":256561,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255653\/revisions\/256561"}],"up":[{"embeddable":true,"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=\/wp\/v2\/pages\/255589"}],"wp:attachment":[{"href":"https:\/\/empoweringaccountants.com.au\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=255653"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}